# Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Freshservice the right Help Desk solution for you? Explore 731 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/132997/Freshservice/reviews --- Freshservice 4.5 (731) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 12th, 2026 # Reviews of Freshservice Ease of use 4.6 Customer Service 4.6 ## Pros and Cons in Reviews NO Nathalie O Scrum Master ITNon-Profit Organization Management, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the platform offers extensive "out-of-the-box" features, its true power emerged when I integrated custom code.“ February 13, 2026 AC Ariel C Technical Support AnalystEducation Management, 51 - 200 employeesUsed the software for: More than 2 years. “The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that maybe we have not focused that well on this feature.“ March 12, 2026 Praphul Kumar P Tech lead sr System AdminInsurance, 5,001 - 10,000 employeesUsed the software for: More than 2 years. “It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are areas for improvement, especially around advanced features and stability, it remains a reliable and powerful ITSM solution.“ March 17, 2026 DV David V Customer Supoort ManagerInformation Services, 11 - 50 employeesUsed the software for: 1-2 years. “The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only available in higher tiers, that's an issue that may me improved“ March 12, 2026 LB Lucas B IT Service Desk AnalystFinancial Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate, automation removes a ton of repetitive work, and the built‑in asset management gives you clear visibility without feeling overwhelming, making it a tool that genuinely improves daily workflows rather than adding complexity“ February 19, 2026 LB Lucas B IT Service Desk AnalystFinancial Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to the system rather than the other way around.“ February 19, 2026 Jason F Service Desk ManagerConstruction, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “The built-in analytics tools allow you to create customized dashboards and reporting for strategic planning on operational metrics.“ May 29, 2026 DK Deep K Marketing ManagerMarketing and Advertising, 201 - 500 employeesUsed the software for: More than 2 years. “Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds.“ May 27, 2026 ## Showing most helpful reviews Showing 1-25 of 731 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use William L. Senior IT Executive Logistics and Supply Chain Used the software for: 1-2 years ### "FreshService Survey" May 20, 2026 4.0 So far managers is able to track the ticket and target what is the most common issue. We will have monthly report in which we put in our slides. Pros Able to let user open ticket, for HR, have OnBoarding. Able to keep track instead of manually inform other IT admin that there is a case Cons The admin have to pay extra. Sometimes we need to have whole IT group inside. Not really suitable for small company less than 100 as people will still walk to IT dept for help. If changes to management have to manually change Review Source CR Carlos R. Systems Engineer Non-Profit Organization Management Used the software for: 2+ years ### "A product that keeps up with the time. " May 18, 2026 4.0 I like that the product keeps evolving with the market trends and customer expectations. It's easy to trust the development will meet our needs. Pros Easy to use, even for the more complicated functions we setup in our subscriptions it wasn't long before we went from request to solution. Support with the product is exceptional. Cons Certain 3rd party connectors (Workday) are cost prohibitive to adopt. The amount of runs that are needed to get a simple action to accomplished is too much for the medium and small size organizations. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice easier to use when creating and modifying workflows Switched from [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Too difficult to create\\modify workflows Review Source CW Colter W. Developer Automotive Used the software for: 1-2 years ### "Fix Scheduled Workflows" December 9, 2024 3.0 There are some minor quirks about the platform, but it mostly does what it claims. Pros Ticket tracking and management is very good; I like the ability to merge tickets. Cons The scheduled workflows have been completely non-operational since we have begun using Freshservice. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Freshservice was the cheapest option with the features that we needed in a ticketing system. Review Source MG Mat G. IT Support Administrator Marketing and Advertising Used the software for: 1-2 years ### "Robust Toolbox, if you're skilled and have the time for said tools." March 16, 2026 5.0 More often than not, FreshService CAN do what you are looking to get done, it just takes a lot of time for it to be configured to do so. If you have a solid team that enjoys building systems out, this will work well. If you're looking for something that's going to operate smoothly and effortlessly within a week or two of starting, there are better workflow-automation services. We save a ton compared to using Okta, BetterCloud or other middle-ware by using FreshService and a 365 Azure Runbook environment. The savings DO equate, and helps us avoid middleware costs YoY, but you will need to be dedicated to managing Freshservice. Pros FreshService has a lot of different modules that allow you to setup an environment with API, integrations, and inventory management through their Agent. The Agent can be easily deployed, and their software/contract management module helps keep licenses in order once the automations are built. Cons While it has access to a lot of different resources, it's also a bit clunky at times. The different modules take a bit of time investment. While we've had them for years and had enough lulls in daily work to invest this time, it does take a bit of ane effort to get their SaaS fully functional and working well. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Jira did not have the same functionality and toolset for us at the time, and was clunky for our users to leverage Review Source PB Patan B. Senior System Administrator Research Used the software for: 2+ years ### "Customer Support and Customization" June 1, 2026 5.0 First thing is it is value for money, reports are very useful and we can generate reports automatically in pie chart, graph. asset taggging is available. Pros Freshservice ticketing tool is simple to user and customize when you compare with very familiar ticketing tools like servicenow,manage engine, zoho desk. Also it provides all the features which are provided by other similar competitive tools. Also one thing i noticed is cutomer support, one day i submitted ticket clearly with all my queries immediately one agent recorded video how to implement it step by step and replied me. i followed same steps and issue was resolved. Cons At the moment it satisified all my needs with single license no add-ons required to access other modules. Switched from [ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/) Cost efficiency and customization and no add-on's required. Review Source RC Ruben C. Systems Engineer Marketing and Advertising Used the software for: 2+ years ### "FreshSerice" April 14, 2026 4.0 I was an admin for Freshservice, it's ITIL foundation makes it straight forward to use if you're familiar with ITIL. With that said reporting is not too good out of the box, and creating custom reports can be a challenge. Pros ITIL foundation, onboarding workflows, and asset management were a breeze to use and not much effort required. Cons Reporting is complicated and the out of the box reports aren't very good. Other than the reporting the tool is pretty good. Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) Reason for choosing Freshservice pricing and product offers met our business requirements Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) due to budget reasons and service now complexity Review Source IO Ifediora O. CMDB Manager Education Management Used the software for: 2+ years ### "User-Friendly, Customizable, and Cost-Effective ITSM Platform, but Need Improvement" May 20, 2026 5.0 My overall experience with Freshservice has been positive, particularly in terms of usability, flexibility, ticket management, customer support, and cost-effectiveness for IT Service Management. Pros Ease of use and customization. I’m not restricted to out-of-the-box configurations, and the licensing is cost-effective. Cons A couple of features appear to be missing from the Assets module. For example, under Contracts, there’s currently no option to mark contracts as retired or archive them once they expire and no longer need renewal. Similarly, under Inventory, there’s no way to archive decommissioned assets to maintain a clean and current CMDB. I hope these features can be added in a future update. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Customisation, cost-effectiveness, and quick support. Review Source PG Princy G. Social Media Specialist Marketing and Advertising Used the software for: 1-2 years ### "Powerful ITSM Platform with Excellent Customer Support and Automation" June 1, 2026 5.0 My overall experience with Freshservice has been very positive. The platform has helped improve service desk efficiency, reduce ticket resolution times, and enhance visibility across support operations. Its intuitive design allowed our team to adopt the system quickly, while automation features streamlined repetitive tasks and improved productivity. The platform delivers strong value for money by combining ticket management, asset management, workflow automation, reporting, and self-service capabilities into a single solution. Customer support has been responsive and helpful whenever assistance was required. Overall, Freshservice is a reliable, feature-rich IT service management platform that has made our support processes more organized, efficient, and scalable. Pros Freshservice offers an excellent balance between powerful functionality and ease of use. The ticket management system is intuitive, making it easy to track, prioritize, and resolve incidents efficiently. Workflow automation has significantly reduced manual effort, while the self-service portal and knowledge base help users find answers quickly. I also appreciate the customization options, detailed reporting, asset management capabilities, and the clean, modern interface that simplifies daily operations. Cons Although Freshservice provides extensive customization and advanced features, some configurations can require additional setup time and a learning curve for administrators. Creating highly customized reports may not be as straightforward for new users, and certain advanced features are available only in higher-tier plans. However, these limitations are relatively minor compared to the overall value the platform provides. Review Source DK Deep K. Marketing Manager Marketing and Advertising Used the software for: 2+ years ### "A Reliable ITSM Platform That Gets the Basics Right" May 27, 2026 5.0 Freshservice is a cloud-based ITSM platform that strikes a practical balance between functionality and usability. Its clean interface and short learning curve make onboarding straightforward, and the core modules — incident, problem, change, and asset management with a built-in CMDB — cover most day-to-day IT operations without heavy configuration. Automation and integrations help consolidate fragmented tooling, and reporting dashboards give decent operational visibility. The trade-offs show up at the edges: advanced customization, deep reporting, and complex integrations can feel constrained, often requiring workarounds or higher-tier plans. AI-assisted features are improving but not consistently reliable. Overall, it's a strong fit for small and mid-sized IT teams; larger enterprises with complex needs may find it limiting. Pros \-Clean, straightforward interface that doesn't require much training to become productive — not over-architected like some competitors, which makes onboarding fast for IT teams. -Strong core ITSM coverage out of the box — incident, problem, change, and asset management plus a CMDB on a single platform, so teams can consolidate fragmented tooling. -Automation of ticketing and asset tracking reduces manual work and downtime, which is the most commonly praised efficiency win. -Centralizes requests and offers solid collaboration through integrations, helping teams move off patchwork tools (separate ticketing, asset, and PM systems). -Real-time reporting and dashboards support data-driven decisions, and the platform is GDPR-compliant with SSO, role-based access, IP whitelisting, and MFA available. -Generally seen as offering good value relative to ServiceNow and Jira Service Management, especially for small and mid-sized IT teams. Cons \-Custom workflows can feel limiting on the base tier, particularly for more advanced automation — you often need to move up a plan to unlock what you actually need. -Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds. -Reporting is restrictive — users note you can't always pull the views you want (for example, reports on conversations or replies). -Large data imports can get stuck, which isn't a problem seen as often in competing tools. -AI features, while improved, still misclassify or escalate nuanced requests incorrectly. -Integrations with external systems can be complex and may require specialist skills; scaling to very large enterprises can expose limits in handling peak ticket volumes. -Pricing perception varies — some smaller buyers in recent Capterra reviews flagged value-for-money concerns at higher tiers. Review Source ST Sean T. Director of Cloud Infrastructure and Operations Staffing and Recruiting Used the software for: 6-12 months ### "Solid product with a great account team" May 15, 2026 5.0 Overall, I am a happy first time user of the tool and find it exceptionally user friendly and easy to use. I have recommended colleagues in the field who may be fed up with some of your competitors that they should give Freshservice a look. Pros Prompt and friendly customer service. Get a wide range of functionality and services in a single license without having to constantly be triggered to buy add-ons. My service team is engaged and constantly bringing forward ideas and solutions to help improve my organization and the use of the product. In addition the user interface is straight-forward and easy to pickup for administration of the environment. Prior to my current role I had not used or been aware of Freshservice and it was easy to pickup and begin being productive in from day 1. Cons The only negative that I've experienced has been with being able to develop my own dashboards to call out the information that is important for my role. I've struggled a bit in getting the reporting just right for what I'm looking for. I generally like to do things on my own, and there was some frustrations in being able to get what I needed. However, on the flip side of that I was able to reach out to my account team and they helped build out what I was looking for quickly. Review Source TR Tushar R. Support Team Lead Information Services Used the software for: 2+ years ### "Well-structured platform for managing IT support teams efficiently" March 30, 2026 5.0 Overall, the experience has been steady and reliable. It has improved how we manage incoming requests and distribute work across the team. From a management point of view, it gives better control over SLAs and performance tracking. Once the system is properly configured, it supports daily operations without much friction and helps maintain consistency in support delivery. Pros From a team lead perspective, Freshservice helps keep support operations organized and predictable. The ticket flow is clear, and it’s easy to track who is handling what. Features like SLA tracking and automation reduce follow-ups and help the team stay aligned. It also gives good visibility into workloads, which makes it easier to manage the team during peak hours. Cons Initial setup and fine-tuning workflows can take some time, especially when aligning with existing processes. Reporting is useful, but more flexibility in customization would help for deeper analysis. Also, cost can be a factor when scaling the team. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice We evaluated ServiceNow, but Freshservice felt easier to adopt for our team. The interface is simpler, and setup required less effort compared to other tools. It fit better with our current workflow and was quicker to implement. Review Source CK Chris K. Senior Director Global Ops and Support Media Production Used the software for: 2+ years ### "They are actually Uncomplicating it for their customers" March 12, 2026 5.0 Excellent, they have actually uncomplicated ITSM and Enterprise Service Management. We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team. Pros Very affordable compared to competitors. It is easy to manage, maintain, and develop without a dedicated team, which is very helpful! Cons Some features/enhancements take years to implement. We've had enhancement requests that are system-wide, not specific to us as a customer and they still haven't been rolled out after 3-4 years of being on their 'Roadmap'. Alternatives considered [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Seemed like we'd be able to get more value out of the system for our company, and it was significantly cheaper without compromising on the functionality we needed. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Too difficult to manage/enhance. Significantly more expensive. Poor customer management. Felt like a hostage during negotiations not a customer/partner. Review Source WA Werner A. IT Support Non-Profit Organization Management Used the software for: 1-2 years ### "Freshservice - a game changer" February 17, 2026 5.0 Overall we are happy with the product and we are exploring the different modules and building it out further as it has so many aspects to it. Pros The Ease of getting it set up and the impact it made on our day to day IT support process - the Knowledge base is also a winner and we love the custom portal. Cons Some of the app integrations are complicated to set up and can be a little janky at times. There are also some finer automation things that take some time to learn. Switched from [Hiver](https://www.capterra.com/p/142975/Hiver/) Was not giving us the needed modules that we need for what we wanted to do. Also we outgrew this application Review Source BC Brendan C. Senior Solutions Engineer Automotive Used the software for: 1-2 years ### "FreshService - A Clean and Modern Service Solution" January 15, 2026 5.0 Freshservice has been a fantastic ticketing and service management solution. There are regular updates to keep it modern, and the UI is clean, responsive, and intuitive. With years of experience in many ticketing systems, Freshservice feels the most modern out of any of them. Pros Freshservice has a very clean UI that is easy and intuitive to navigate. The webpage also has live update notifications which is extremely useful for closely monitoring tickets. When an update is posted on a ticket, even without refreshing you will see a notification regarding it and linking you to the ticket. Another useful live updating feature is the ability to see what other agents are currently viewing or editing a ticket. This solves the age-old issue 2 agents trying to edit a ticket at the same, or hesitating to update a ticket thinking another agent is already working on it. I've also found the extensibility of the product to be quite useful. We've granularized our request system to include specific requests with built in tasks lists for common requests (Employee onboarding, Software Installation Request, etc.), as well as the general ticketing system. We've added approval groups to notify the proper people streamlining repetitive tasks. There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and time to resolution. These reports can be customized to filter based on a plethora of criteria. The pricing also has as consistent model that isn't overly expensive. Cons Frankly I haven't encountered any issues with Freshservice yet. There has been a single instance of downtime this year, and it was minor and resolved relatively quickly. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice The pricing was better, and the sales support was more responsive. Switched from [FootPrints](https://www.capterra.com/p/212606/FootPrints/) We experienced many issues with FootPrints ranging from portal responsiveness, ease of use, and clarity for the users. Review Source TG Taylor G. Head of Product Computer Software Used the software for: 1-2 years ### "FreshService as a Support Portal" January 27, 2026 5.0 Easy to use, not cheap, but cost effective, and very extensible. Their account management and support teams are also quick to respond. Pros \- Easy to setup and administer - Can customize easily through self-service configuration - Custom workflows can easily be incorporated with plugins - Large marketplace of integrations - Multiple brand/product support - ITSM automation to automate/perform managed services, not only internal IT. - Customer portal is easy to maintain. Cons API limitations around QoS need to be better documented. New accounts can easily get locked if API usage is high. Is very much an ITSM system and my product support use-case isn't FreshWorks main target. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Ability to create custom plugins, price. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) To consolidate systems to provide better visibility to internal teams. Review Source AB Aimé B. Skol Brewery Limited Food & Beverages Used the software for: 2+ years ### "Efficient, Intuitive, and Scalable IT Service Management" February 26, 2026 4.0 My overall experience with Freshservice has been very positive, especially from an IT service management and operational efficiency perspective. Freshservice stands out for being intuitive while still offering powerful functionality. The interface is clean and easy to navigate, which reduces the learning curve for both agents and end users. This makes adoption smoother compared to more complex ITSM platforms. Pros Client Support Both agents and end users can navigate it easily. Clients can submit tickets through a simple portal, email, or service catalog without confusion, which reduces friction and increases adoption. Cons Freshservice helps so much for tickets routing by category or priority. SLA triggers and escalations, Approval chains, Task assignments This eliminates repetitive admin work and reduces human error, which significantly improves operational efficiency. Alternatives considered [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) Reason for choosing Freshservice When Freshservice is not available, we use Outlook Review Source MP Mili P. Data Analyst-DBA Education Management Used the software for: 1-2 years ### "Freshservice: Easy to Navigate, Powerful Filters, and Customizable Rules with Strong Security" February 23, 2026 4.0 verall, the experience has been good. We’ve also received feedback from our staff that creating tickets now takes less time compared to the previous system, which they greatly appreciate. Pros What I like most about Freshservice is that it is easy to navigate and simple to use. The filters are very useful and help us find tickets quickly. I also like that we can create our own custom rules and customize the fields on the screen to match our needs. It saves time and makes our work more organized. The system is also secure, which is important for our team. Cons It would be beneficial if Freshservice could send a notification when a ticket hasn’t been updated for a certain amount of time. Having a rule or reminder notification like this would help ensure nothing gets overlooked, so we don’t have to manually check constantly. It would also be helpful to receive a weekly email report showing the number of pending tickets. This would give us better visibility into outstanding work and help us stay on top of unresolved issues. Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) Clean UI and Simplified workflows. Strong automation. Better customer support Review Source NF Niklas F. IT Lead Medical Practice Used the software for: 2+ years ### "Great value for money" January 16, 2026 5.0 All in all, I think Freshservice is great value for money and it gives you almost all the tools you need for small and medium sized companies. At a company of 300 users with a small IT team (meaning no team dedicated to ITSM systems), Freshservice has been great Pros The interface is easy to use, making it easy for me to delegate tasks to workspace admins for them to manage their own setup. The automation engine is also a great tool considering the price. In my experience, the team at Freshworks has been supportive whenever I needed them. Cons In some areas, like the visible fields, I would like some more options for customizing it. Several apps/add-ins (such as the Intune integration) is still lacking compared to competition and appears unstable. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice Pricing and the fact that we did not have a team dedicated to manage ITSM Review Source FA Frank A. Digital Services Manager Higher Education Used the software for: 2+ years ### "Frank's Review" January 20, 2026 4.0 Very happy with the product overall. The connector apps are very useful - especially for asset matching to vendors warranty sites like with Dell. Pros The Service Desk and Asset Management modules are great to use. It gives better insight into assets. Cons The reporting and analytics are a bit difficult to configure and don't give enough options to do in-depth filtering. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice The price for Service Now was well outside our budget. Switched from [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Wanted something cloud-based at the time and FreshService had the easiest migration path and suitable functionality. Review Source RM Rakesh M. Senior IT Infra Executive Information Services Used the software for: 2+ years ### "Reliable Help Desk Platform for Managing IT Operations" March 19, 2026 5.0 Our overall experience with Freshservice has been good so far. It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way. The interface is user-friendly and automation helps streamline operations. It has improved how our team tracks and resolves issues while maintaining better control over service delivery. Pros Freshservice offers a clean and intuitive interface that makes it easy for teams to manage daily support tasks. Ticketing system is well structured and features like automation, SLA policies and workflow customization help reduce manual effort. It also integrates smoothly with other tools, which improves visibility across IT operations. Cons Some advanced configurations, especially for workflows and reports, can take time to fully understand. Pricing may feel slightly higher compared to other tools, particularly for smaller teams or when scaling. Review Source AM Akil M. Asst. Manager Information Services Used the software for: 1-2 years ### "Good Tool for Daily IT Management" March 26, 2026 5.0 Overall, my experience with Freshservice has been very positive. It has helped us bring better control and consistency into our IT operations. The platform makes it easier to manage workloads, track issues, and ensure accountability across the team. From an Assistant Manager perspective, it has improved visibility into daily activities and team performance, which is very important. While there are a few areas for improvement, the benefits clearly outweigh the drawbacks. It’s a dependable tool that supports both efficiency and team collaboration in a practical way. Pros What I liked most about Freshservice is how organized and reliable it feels in day-to-day operations. Managing tickets is very straightforward and the system helps keep everything in one place without confusion. The automation features have saved us a lot of time by handling repetitive tasks, which allows the team to focus on more important issues. The interface is clean and easy to understand, even for new users, which reduces training effort. I also found the reporting quite useful for tracking performance and identifying areas where we can improve. Overall, it brings structure and clarity to IT service management. Cons One area where Freshservice could improve is in advanced customization. While basic setup is simple, making deeper changes sometimes requires extra effort or support. There are also occasional minor bugs or delays, especially when handling larger workflows, though they are not frequent. Additionally, pricing can feel a bit on the higher side as you scale and need more advanced features. Review Source CC Christian C. IT Specialist Information Technology and Services Used the software for: 2+ years ### "Good service!" January 27, 2026 4.0 Overall, the experience is good. Taking the time to fix the issues I mentioned will make it better for me. Pros Navigating and learning the basic functions as a regular team member is relatively easy, but delving into more advanced features can be challenging. I've encountered some issues with the Freshservice representatives, as they sometimes struggle to understand my needs, possibly due to a language barrier. I believe they need to improve the workflow because some of the data I require is only available in Freshdesk, which we don't need to use. Additionally, I've experienced issues with certain workflows that have never worked, even with a representative's assistance. On a positive note, I appreciate the ability to use Single Sign-On (SSO) with our Microsoft products, as it makes me feel more secure. Cons Some features in the workflow need additional fixing. The API is not functional most of the time. We require more detailed information when retrieving analytics, such as the number of tickets each member has for the year. I was unable to create a graph with the basic analytics provided. Review Source Anida P. Graphic designer Retail Used the software for: 1-2 years ### "Efficient Ticket Management with Room for Creative Collaboration Improvements" March 19, 2026 5.0 Overall, my experience with Freshservice has been positive. It helps maintain organization and ensures that no request is missed. As a graphic designer, it supports structured communication, although some improvements in creative collaboration features would make it even more effective. Pros Freshservice provides a clear and organized way to manage incoming requests. I especially like how tickets are structured, making it easy to track design tasks, communicate with requesters, and prioritize work efficiently. The interface is intuitive, which helps streamline my daily workflow as a graphic designer. Cons Sometimes the system can feel a bit rigid when handling creative requests, especially when more flexibility or visual context is needed. It would be helpful if there were better options for previewing design assets or collaborating visually within tickets. Review Source TZ Tarik Z. IT Health, Wellness and Fitness Used the software for: 2+ years ### "Efficient ITSM Platform with Strong Automation and Reporting Capabilities" April 1, 2026 4.0 Overall, Freshservice has been a reliable and efficient IT service management platform. It has helped streamline incident management, improve SLA compliance, and enhance team productivity. While there are some areas for improvement, it remains a strong choice for organizations looking to mature their ITSM processes. Pros The automation capabilities and workflow customization are the standout features. Combined with strong reporting and asset management, it provides a comprehensive ITSM solution. Cons Pricing can be a barrier for smaller teams, and some advanced configurations (especially API-related or complex workflows) require deeper technical knowledge. Reporting could also be more flexible. Review Source Nathan E. Systems Administrator Hospital & Health Care Used the software for: 2+ years ### "Freshservice" October 2, 2025 4.0 Pros I liked to layout of the ticketing system and how easy it is to go back and look at previous tickets, I also like the Reporting and tracking so i can keep on top of the work that my staff to. There is also a lot of integration into freshservice Cons Maybe the filters but they aren't too bad once you get used to them, my staff often will have filters set to open, their tickets and unassigned so if i have a staff member away no one will look at their tickets unless i flag it with then, but again this is more of a user issue than software Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.